Many of my customers have started to ask how they can improve the service catalog they built in SRM or MyIT. After a few years, the catalog has grown from maybe a handful of items, to over a 100 and the users start to have issues finding the catalog items they need. This results in inefficiencies for both the end-user and the fulfilment team, where the fulfilment team might have to ask the end-user to raise a new request using the correct catalog item.
As many of my customers move into Digitalization this becomes an even bigger issue with HR, Finance, Purchasing and other non-IT departments extending the Digital Workplace catalog with their items.
I find that this e-book gives some good guiding principles and practical hints on how to make sure the end-user is put in focus, one example: by defining a number of personas, and then building catalog views tailored for each persona, each end-user will only see the catalog items they are in need of. This, as opposed to building a very big catalog of all items where end-users have to browse or search for a "needle in a haystack".
I recommend that you download this book, and once you have read it, please put some comments in here. Let us all know what your thoughts are in this area and share your approach to making your catalog more effective.
Let’s crowdsource a solution that all can benefit from - you will know what I mean when you have read the book ;-)
Download the e-book from here: Why a People-Centric Approach is Key to Going Digital - BMC Software
Read more about how to build a Digital Workplace here: Building a Digital Workplace - BMC Software
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